How stories can have an impactJane DanforthInvolvement Officer

Helen SmithCommunity Services Project LeadMental Health Services for Older People

Simon WildgustGovernor Member

Nottinghamshire HealthcareNHS Trust

• Keeping it real

• Carrying the torch

• Spreading the word

Listening to You– your opportunity to

comment on services

We’re here to listen and respond.

Make a difference now!

You said….

We did….

How is it working so far….?

•Working together as partners

• Support from the top, communications team, involvement leads and general managers

• Listening and responding in real time

•Shout about it constantly and assume nothing!

What do you need to succeed?

How is the Trust doing so far...? 

• Patient Opinion Pioneers of the Month Nov 2011

• Winners – PENNA – Involvement Approach 2010

• The record for the fastest PO posting and response time of any Trust!

• PO Guest blog

Evidencing

• Patient related outcome measures, CQuins, Quest, Quality Care Commission, NHS Patient Feedback challenge.

• PO assists with Activity/finance performance targets • Use PO innovatively to theme feedback• Use it to communicate your work• Real time improvements are evidenced publicly

It’s fast

It’s anonymous

It’s accessible

IT WORKS!

Ward B50 Mental Health Services for Older People

• What difference has PO made to Ward B50?

• Why do you think online feedback works?

• Responding – how do you follow up postings and keep a track on changes?

• Benefits it has brought to the ward and beyond

• Becoming more patient focussed

• More involvement & recovery based work

• Patient Opinion came along as something that supported cultural change and evidenced the work we do

Ward B50 Helen ForresterWard Manager - Queens Medical Centre

Feedback in action Ward B50

• Feedback folders & suggestion boxes• ‘You said - We did’ posters• PO champions at the patients carers meetings• Printing out postings for the ward notice board.

“Sticky Chairs”

Jane DanforthInvolvement Officer

Nottinghamshire Healthcare NHS Trust

Simon Wildgust

•Service User

•Public Governor Member

•PO Champion

Feeding back to the Trust

• Meet with the board with other governors and executives 4 times a year to report on involvement

• Governor Ambassador for Adult Mental Health

• Changing peoples lives happens through listening

• Interacting with other service users makes a difference

• I love it!

Working together made it happen!

• Adult Mental Health Development Forum• Involvement Team & Volunteers• PALS• Staff in our Trust working with Queens Medical Centre • Finance• Maintainence

I think PO works because:• It’s Public, anonymous and transparent• It can be a fast track to change or ‘a soft poke

in the ribs’!• I’ve seen change happen• Everyone can be involved• Triggers real emotion and inspires• It can change lives

328 stores told 130 staff listening

37 stories have led to changes

328 stores told 130 staff listening

37 stories have led to changes

What’s next?

• iPad Pilot in 2011- Building on the success •2012-13 increasing use of iPads and integrated feedback• Tracking changes made via the PO site•High secure services using PO paper forms•SUCE survey launched via iSurvey